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INT/Ext_Senior RIM Engineer_BO

Technical Services
Global Services Integration Business
18000EA5 Requisition #
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Role Purpose

The role holder is self-sufficient and has recognized specialist skills in supporting multiple products for multiple customers in order to maintain the availability and security of the service. The role holder also delivers medium complexity work packages as part of customer implementation projects and has the ability to understand complex situations and activities, also being able to communicate basic technical information to non-technical people.

 Key Accountabilities

• Technical Capability. Works within a team as an established systems/product/security specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
• Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for other team members to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
• Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Customer Relationship. Establishes working relationships with customer’s organization to deliver and enhance the service.
• Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (new and known), Escalates or gains support where appropriate. Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
• Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. Able to stand in for team manager.
• Business Awareness. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service.  Recognizes and reports opportunities for additional business.
• Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.

Required experience:
  • Successfully completed studies of (business) computer science, business management or equivalent qualification
  • Microsoft Server Certification and Cloud Platform (MCSA or MCSE)
  • Minimum 2-5 Years’ Experience with the following technologies:
    • Windows Server (2003-2016R2) Cloud skills (Azure)and Server Virtualizations
    • Microsoft SharePoint Server
    • Microsoft Exchange Server
    • Microsoft Lync Server
    • Microsoft Office365 (Enterprise Voice& Online Services with Lync Server
    • Microsoft System Center Operations Manager
  • Experience in building, maintaining, and upgrading terminal and application servers.
  • Solid understanding of Microsoft products.
  • PowerShell experience and program in scripting languages, including Perl and/or Python and/or Bash
  • ITIL knowledge (principals and application)
  • Fluent in English both written and spoken

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